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FAQ

Is this something dummy?
We assure you we are the official retailer of the Balkan Pharmaceuticals, SP Laboratories, BodyPharm, Kalpha Pharma and Ice Pharma products, the only way to make sure about this thing we please our customers to make a first small order to see that we are not fake and our delivery is fast. You can check us here too. This is the only way you can convince that we are not fake, we are interested to have a long lasting business and to have trustworthy clients so we could continue our business. Also, we provide you with a tracking code from the product to see that the products are the same as on the official website of Balkan Pharmaceuticals.
How to purchase from our site?

In order to place an order on balkanpharm.com, you should follow these instructions:

  • Click on "Sign up" to have an account on our website.
  • Log in to your account.
  • Check all categories of products we have on balkanpharm.com
  • If you found the right product you need, select the quantity you want and click Add to cart button.
  • Fill the shipping information in the required form.
  • Check if the filled information is correct (we are not responsible for orders sent to wrong addresses, and we won't reship the orders if this happens).
  • Click on "Checkout Securely Now” and you will be redirected to the payment page.
  • You have placed the order with success! Your order will be indicated with "need paid”. 
  • On the payment page, you will find the information how to make the payment.
How to make Payment?

PAY using the following this steps:

  • Go to your account and press the "My orders" field.
  • View the order you want to pay and press the button "Pay order".
  • You will be redirected to the payment page with the additional information and choose the payment method you wish.
  • Select the payment method you want.
  • For Bitcoin copy the bitcoin address and the amount of bitcoin. If you have selected a wire transfer system, copy the collector's name, country and the amount.
  • Go to the nearest wire transfer agency, the addresses you can find on their website and send money. Or you can send the money online using their online service.

After the transfer is made:

  • Go back to your account, press "My orders" filed, select the order, press "Pay order".
  • On the payment page select the system you have used to transfer the money.
  • Press "Make Payment" button.
  • Fill all the fields and press "Make Payment".
  • Do not forget to check the transfer information twice and to indicate the correct name, address and code.

For any other questions do not hesitate to contact us.

Is it possible to edit my order after I have placed it?

If the payment has not been made yet or the payment is made but the package is not yet shipped, you can always cancel the existing order and make a new one, or you can write us and we can edit your order.

In case your order has been marked as shipped, we are unable to make any more changes on the order.

Do you require an order amount limit?
We do not have a minimum order amount limit, we please our customers to buy in any amount they want, we encourage you to feel free to order everything you want in any amount and we will assist you with pleasure.
Is it possible to pay by credit cards?
If you intend to pay directly with the Credit Card, in order to purchase online from us, contact our customer support team by writing them a ticket.
Can't sign it to my account. What should I do?

In case you have forgotten your password, you should reset the password using the "Forgot your password" button. You will receive an email with the password reset link. If you have not received the email, please leave us a message in the contact us section.

How to check previous orders?
You can find your orders in the "My Account" section.  You can see only the paid, shipped, delivered and unpaid orders. The canceled orders are deleted permanently.
Can the payment be seized?
No. If the transfer has not passed the verification by the transfer company, the money is returned to the sender.
What payment options do you accept?
The payment options can be found on the payment page. After the order is placed you are redirected to the payment page.
What does it mean "Check Payment"?

The "Check Payment" status means that the information has been received and the receiver is informed to pick the money, no further action needed. After the payment is received, an email with the confirmation of the payment is sent.

The money is picked in 1-3 business days.

Where is my staff?

Once the order is shipped, you will receive a confirmation email with the tracking number information. You can find the tracking number and in the order details. If no email received, please check the Junk/Spam folder too.

How long does it take to my order be processed?
The package is shipped in 2-7 business days, except weekends or holidays, after the payment is picked.
Why isn’t my tracking number visible?

Sometimes the tracking number is visible only after the package has passed the customs, in rare cases it needs more time as usual.

In some countries, the package is not trackable and we can't do anything about this.

I only received part of my order so far, why?
The package could be divided into more packages, you can check this information in the "My order" section.
Why the order is set as partial shipped?
It means that a part of your order has been shipped and the second part soon will be shipped.
What if I used the wrong address and the order has been shipped?

Unfortunately, we are unable to make any changes after the package is shipped.

We always recommend you double check the address information before placing the order. In case the address is wrong, you can inform your local post office to redirect the package to your correct address.

Do I need to sign for my package?

Yes. All the packages are shipped as registered airmail and require a signature upon delivery. If you are not home at the moment of the delivery, the package is stored at the local post office.

Do you ship to P.O. Box addresses?
Yes, we ship to P.O. Box address.
How the package is packed?
All the packages are packed very discreetly and without any logos on them.
I have received a seizure letter, what should I do?

If you have received a customs letter with the information that the package has been seized, we will need a proof to be able to reship the package. Send us a photo of the letter and the envelope with the order ID printed legibly, on the top of the text. A scanned document is not accepted.

What is your reship policy?

We reship the package only if the package is seized and you have a seizure letter.

We don't reship to high-risk countries like Australia, Canada, New Zealand, Singapore, South Korea, Saudi Arabia, Africa, APO/FPO, Brasil, Finland, Italy, Netherlands, Norway, Sweden, Israel, Chile, Dubai and more.

My package was returned to you by the shipping carrier

Please send us a ticket and we will investigate the issue promptly.

Nobody was home and I missed my package

Usually, the post office stores the package for 2-3 weeks and only after that returns it to the sender. You can contact the post office to schedule a redelivery or even to retain the package for more time until you will pick it from the post office in person.

Can I return package to sender?
No, you can not return any packages to our shippers.
I received damaged products, what do I do?

We will need a proof of the damaged items, a photo of the damaged items and of the package. All this information should be sent to us.

We are doing our best to pack the package as secure as possible to prevent any damages during the delivery. However, the package could be damaged due to the rough handling by the postal services.